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Knowledge Base

A built-in KB keeps answers next to the tickets they solve.

Knowledge Base

Full-text search (PostgreSQL-powered) across all published articles, with category filtering. View counts show you what's actually being read.

Writing articles

KB article

Staff (admin/technician) can create and edit articles:

  • Markdown editor with a live split-pane preview
  • Draft / Publish workflow — drafts are invisible to requesters
  • Categories keep the library organised

Where the KB pays off

  • New-ticket suggestions: as anyone types a ticket subject, matching articles are suggested automatically — deflecting tickets before they're created.
  • Linked articles: attach an article to a ticket so the fix is one click away next time.
  • Portal access: requesters browse the same published KB from their portal view.

Tip

After resolving any ticket that took real investigation, spend two minutes turning the fix into an article. The suggestion engine does the rest forever after.